This document discusses how Atlassian's approach to IT service management can help IT teams by providing capabilities like incident management, service request management, problem management, and change management. It describes how Atlassian solutions like Jira Service Desk can help improve visibility, support innovation, reduce costs, and make the ITSM system more adaptable.

2. SCOTT DAVIS | SOLUTIONS ENGINEER | @JHABITEICI
Transform Your Service
Desk
The Atlassian Approach to IT Service Management

3. Challenges facing IT
Teams

5. What does this mean
for your IT team?

6. Digital
Transformation
MobileCloudVirtualization
Agile DevOps

7. CRM Payroll Purchasing App service
Digital Services
BUSINESS TEAMS
IT TEAMS
DEV TEAMS
• Demand new services
• Service improvements
• Productise my code
• No hassel infrastructure
Stability Adaptability Innovation

8. Service
Request
IncidentProblemChange
I
T
S
M
S
o
l
u
ti
o
n
Pain points of legacy ITSM
Lack of
visibility
Data silos exist
Inability to drive
innovation
Doesn’t support need to improve
and expand service offerings
Deficient self-
service
Lacks capability and user
adoption
No coordination with dev
No ability to link support issues with dev
backlog and no visibility when issues
escalated
High support costs
Agent workload slows IT support process &
high cost per agent weighs on IT budget
Difficult to adapt
Inability to truly customise
Current ITSM
solution
C
h
a
n
g
e
M
a
n
a
g
e
m
e
n
t

9. What support processes are critical for your team?
Incident
Service
Reques
t
Problem
Change

10. Atlassian approach to ITSM

11. Capabilities your IT team is looking for
Service
Comms
• Email
• Some collaboration
tools
Docs
• Central document storage
• Minimal use of knowledge base
• Difficult to share, collaborate and
track
Tasks
Service
Request
Incident Problem Change
• Legacy ITSM tool
• Multi tiered support structure
• Aligned based on technology types
• ITIL adoption
IT Team

12. Atlassian approach to ITSM
Easily adapts to meet the needs of your IT team
IT Team
Tasks
Service
Request
Comms Docs
Service

13. Easily adapt to evolving ITSM needs
Service Desk
Service
Request
Workplace support team
project 1
Users

14. Lean approach to adopting ITIL
ITIL Certified
Incident Management
Problem Management
Change Management
Service Request Management

15. Incident management
email
conferencing
conferencing CRMdata storage payroll purchasing
IT SERVICES
website
Alert

16. Incident response priorities
Respond
effectively
Recover fast and define
accountability
Communicate
clearly
Be open and minimise
distractions
Collaborate
effectively
Solve issues faster with
team
Improve
continuously
Learn and stay objective

17. Incident MTTR
Mean Time to Resolution (MTTR) websitewebsite
Mean Time to Diagnose (MTTD)
70% of time
Identify & Communicate Investigate & Diagnosis Resolve & Recover Closure
Alert
?
?
?
!

18. Identify & communicate service outage
Identify & Communicate
IncidentWebsite Service
Outage
Alerts

19. Automation Rules
Automation repetitive
tasks to save time and
streamline IT support
Classify urgent issues to
increase IT team
awareness

20. IT documentation
Manage and collaborate
around critical IT
documentation
Define Runbook incident
troubleshooting guides to
help IT staff quickly
respond to major
outages
KB articles for users
and IT staff

21. Runbook KB articles are
automatically associated
with the incident, so agents
can quickly start
troubleshooting
Easy access to knowledge base articles for Agents

22. Builds trust Cuts support
costs
Always up

23. Investigate & Diagnose
HipChat Incident Room
What changed?
Recent release?
Incident
SLA
Investigating incidents

24. Powerful SLAs for proactive support
Ensures important
issues are sorted
to the top queue
Keeps support
focused on what
matters

25. ChatOps
Places tools in
the middle of
conversation
Leverages
team
knowledge
Collaborate in
real-time
Lower incident
MTTR

26. ChatOps
Incident swarming

28. Incident
Change Requests
Resolve & Recover Closure
Actions!
Confluence PIR
Software backlog
Resolving incidents

29. Incident resolution
Easily resolve incidents while
capturing important
information for future reporting
Link the incident to software
bugs or change requests
Use automation
rules to keep linked
issues updated

30. Post incident reviews
Capture critical insights
to document what went
wrong and shared
lessons learned
Standardise the PIR
process to improve
service quality

31. Incident Management
Atlassian places IT teams on the fastest path to incident resolution
Lower incident
MTTR
Provide IT teams with the
tools they need to minimise
service outage time
Communicate
clearly
Improve customer
communication during
service disruptions
Improve collaboration
Breakdown barriers and
solve incidents faster with
connected teams
Share and learn
Learn from major incidents and
share those insights with IT
and Dev teams to improve
service quality

32. Service request
management
password reset
new MacBook Pro
account setup
how can I?
email help!
email alias change
VPN assistance
where do I find?
website down!

33. Service request priorities
Think ‘customer
first’
Focus on what customers
need the most from
service request catalogue
Focus on
popular
requests
Build from there
based on usage and
feedback
Integrated knowledge
Give users easy access to
knowledge base articles
Service
Request

34. Access entire service
desk from a single search
portal
Easily find popular service
desks or recent requests
Central portal for service desk
Service
Request

35. Create the request for yourself or
on behalf of another user
Easily include approvals
Simple to understand and
complete
Service
Request
Customer portal
Knowledge base
recommendations

36. Service request fulfillment: IT agents get work done faster
Collaborate with team members
Access KB articles to share with
customers or assist agents
Service request details and
SLAs
Service
Request

37. Service request catalog administration
• Measure the effectiveness of KB
articles
Easily create and manage a
service catalog with JIRA
Service Desk Request Types
• Implement automation rules to
improve service request response
• Configure SLAs that keep IT teams
focused on delivering top quality
self-service
Service
Request

38. Simple self-service
Make it easy to ask for help
and find answers
Answers are a
search away
Find answers while deflecting
support tickets to reduce the
IT teams workload
Streamline request
fulfilment
Give IT teams the tools they need
to fulfil requests
Service catalog made
easy
Easily manage and deliver value to
your entire organisation
Service Request Management
Atlassian enables IT teams to deliver amazing service
Search
Service
Request

39. Problem management
email
conferencing
conferencing CRMdata storage payroll purchasing
IT SERVICES
website
1st 30th

40. Problem investigation priorities
Proactive
approach
Error controls
Link RFC problem
investigations
Integrate IT & Dev
teams
Establish and
improve knowledge
sharing
Prevent incidents from
occurring by identifying
weaknesses and proposing
applicable resolutions

41. Post implementation review
Related change
request associated
with incident when it’s
resolved
Reviewing trends from
PIRs
Investigating trends - the data inside
JIRA!

42. Problem investigation
Related change
request associated
with incident when it’s
resolved.

43. Integrate software development & IT operations
with Atlassian
Improved collaboration
• Track work across teams with single
platform
• Retain context and history of
conversations
• Share across teams and project
lifecycle
Feedback
• Fast escalation paths to the right
support team
• Lower MTTR with teams sharing
knowledge
• Learn from past outages with post
mortem
Better performance
• Eliminate repetitive IT tasks with
automation
• Complete traceability of incidents
and changes to software
development
Dev team IT team

44. Reduce incidents
Improve service quality
and availability with
proactive problem
management
Increased visibility
Find the root cause of a
problem faster
Continuous feedback
Bring IT and Dev closer together
with the ability to link problems
to the development backlog.
Learn & share
Improve IT support by
easily sharing knowledge
Problem Management
Atlassian helps IT teams improve service quality

45. Change management
email
conferencing
conferencing CRMdata storage payroll purchasing
IT SERVICES
website

46. Change management priorities
Lean change
process
Streamlined approvals
Implement peer approvals
to improve Change
Approval Board process
Integrated IT & Dev
teams
Improve coordination
on infrastructure
change and SDLC
Meet the pace of your IT team
while enforcing your change
policy

47. Change request submission
Make it easy for IT to start the change
process with creating a change request
from the portal
Associate impacted services and
applications with the change
Provide access to Change
documentation in Confluence. In this
example IT staff can calculate the proper
change risk.
Initiate

48. Change schedules in Team Calendars Plan &
Authorize

49. Documenting change approvers
Know when a change needs
approval
Document approvers so your IT
team knows who’s responsible for
the approval
Plan &
Authorise

50. JSD Extensibility

51. 200+add-ons & integrations
compatible with
JIRA Service Desk

52. Top JIRA Service Desk add-ons &
integrations
Email this issue
Extension
for JIRA Service
Desk
Actions
for JIRA Service
Desk
Translations for
JIRA Service Desk
Teams for JIRA
Service Desk
Pocket Desk
Connector for
Service Desk
Surveys for Service
Desk
Collective Issue
View for Service
Desk
Canned Responses
for Service Desk
Issue Reminders

53. Create tickets on behalf of machines
Alert
s
Monitoring Orchestration

54. JIRA Service Desk is a Leader
Source:
G2 Crowd, Software Reviews - Service Desk

55. SCOTT DAVIS | SOLUTIONS ENGINEER | @JHABITEICI
Thank you!